Employee Center Taxonomy

[paulclement]

I've been asked to suggest what Taxonomy Topics we want in our IT section and I have no idea how best to use this functionality and our devs want to do all the setup, and that means I cant play around with it. What is the best way to use this and set it up? Can anyone give examples of the sort of things they have got in theirs? With screenshots if you can?

Thanks!

[Eoghan Sinnott]

Hi Paul, 

You can add individual KBs to a Topic from the knowledge form, you just need to add the Connected Content -> Knowledge item to the Related Lists section of the knowledge form.

Once you have this added you'll be able to assign existing Topics to individual articles. You can also bulk connect articles from an existing knowledge category to a Topic from the Taxonomy - Topic application, using the Add/remove content from categories option.

Please consider marking my reply as Helpful and/or Accept Solution, where applicable. Thanks!

Eoghan

[David Kay]

In an IT environment, we tend to see a product-area taxonomy most helpful for classifying KBs.  So, Microsoft 365, Workday, Jira, <Custom Application Name>, Hardware, Windows, macOS, iOS, etc.  The trick is to make sure that your users (not IT staff!) can, given an issue, pick the correct category / taxonomy node.  Also, assuming you want to use a two-tier taxo, what organizing principle works for the top level ("works," meaning again, that users can pick the right one with confidence--that is, that it has good "scent.")

Take your best shot at it, then do user testing / card sorting to see if you got it right.

Here's a three-part set of thoughts on KB taxonomies.